IBM Jobs

Job Information

IBM QRadar Senior Support Engineer in Belfast, United Kingdom


We are seeking individuals for our Advanced Threat Support Services division in our Belfast, Northern Ireland Office.

As a Senior Support Engineer, you will be an integral part of our EMEA Customer Support Professional team. You will be responsible for resolving complex support issues to include but not limited to software, server hardware, network systems, as well as meeting customer satisfaction and continuous service delivery demands. You will be expected to manage multiple issues, engage with customers via telephone or remote support sessions and meet all business objectives.

You will be involved in supporting our security products mainly IBM QRadar as we continue our expansion into IBM Cloud Pak for Security suite of products.

To succeed in this role you must be self starter who likes to be challenged and have a keen interest in problem solving.

Your Role and Responsibilities

  • Providing Level 2 Support for IBM's market leading QRadar portfolio of Security solutions

  • Provide technical engineering support, as part of our Technical Support Center, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer

  • Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams

  • Work with customer account teams to ensure total customer satisfaction by representing our customers' needs and requirements to product management and engineering

  • Build software tools and training materials to assist our customers in expanding their deployment and knowledge base

  • Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements

  • Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation

  • Function as a key contributor to the knowledge management system

  • This position involves working with our customers, including some of the world's top network and security experts. It also requires work with other support teams worldwide for handing off cases and working with Level 3 Development Support teams.

Required Technical and Professional Expertise

*few years of experience in technical support

*Several years of Linux or UNIX Systems Administration experience (RHEL 7 preferable)

*Strong understanding of networking and system performance troubleshooting

*Strong analytical and problem-solving skills

*Self-directed, eager to learn with a desire to work in a fast-paced environment

Preferred Technical and Professional Expertise

*Bachelor's Degree Software/Engineering or equivalent Support experience

*Previous enterprise environment and client Support experience

*Containerization exposure within Docker ideally

*Good understanding of Cloud technologies (OpenShift / Kubernetes)

*Shell/Perl/Python scripting

*SQL skills

*Experience with DRBD

About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.